Phil Anderson, Head of Best Practice (Planning)
01772 797 138

Phil Anderson is Head of Best Practice (Planning) providing a range of membership support including training, research, presentations, facilitation, consultancy and corporate reviews. 

Beginning his career in Contact Centres in 1999 with Gold Medal Travel, Phil has been involved in all aspects of resource planning, managing an outbound sales team and specialist sales teams whilst developing a successful KPI management tool and bonus and incentive scheme.  In 2009/10 Phil had a fantastic year, completing two years of study for his advanced certificate in resource planning, winning a contact centre innovation of the year award and also becoming one of the first winners of the planning hero award.

Phil brings to the Forum a working knowledge of Q-max, Tealeaf customer experience management solutions (web technology),  Avaya CMS, IVR/Auto attendant construction and message recording, Outbound sales, a clear understanding of how to drive performance in a sales environment and effective commission schemes, management experience and an enthusiasm for the role and professionalism of planning.

Phil is always keen to develop new ideas and believes anything is possible with the right motivation and communication. “Don’t just set goals, but create a plan to achieve those goals; a worthwhile goal takes time to realise and will not happen overnight; review your progress on a regular basis and repeat what works well”.

As a Senior Customer Contact Specialist and Programme Lead of The Professional Planning Forum, Phil is keen to develop and promote innovative and new areas of planning whilst ensuring best practice with ”Brilliant Basics”. "The opportunity to develop my own knowledge and skills whilst supporting and encouraging others was one I had to take.  The Forum had already helped me to develop now it’s my turn to support others in the same way whilst adding a new dimension to The Forum team."



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